Refund policy
Returns & Refund Policy
Last updated: 23 July 2026
At KALIVA, we're committed to providing premium products and a positive shopping experience. If something isn't right with your order, we're here to help.
Please read the following policy carefully before requesting a return or refund.
Returns
We accept return requests within 10 days of your order being delivered.
To be eligible for a return, your item must:
- Be unused, unopened, and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase, such as your order confirmation or receipt.
For hygiene and safety reasons, we cannot accept returns of skincare products that have been opened, used, or tampered with unless they are faulty, damaged, or not as described.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve your claim as quickly as possible, please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the product.
- Photographs of the packaging and shipping label (where applicable).
Once we've reviewed your claim, we'll work with you to arrange a replacement or refund where appropriate.
Lost or Delayed Orders
While we work hard to ensure every order arrives within the estimated delivery timeframe, occasional delays can occur due to customs processing, courier disruptions, weather events, or other circumstances beyond our control.
If your order has not arrived within the estimated delivery timeframe, please contact us at inquiries@kaliva.store and we'll investigate the shipment with our fulfilment partner.
If your order is confirmed as lost in transit, we'll arrange a replacement or refund where appropriate.
Change of Mind Returns
If you've changed your mind about your purchase, we may accept a return provided that:
- The item is unopened, unused, and in its original packaging.
- Your return request is submitted within 10 days of the delivery date.
- The item is returned in resalable condition.
Customers are responsible for the cost of return shipping for change of mind returns.
Original shipping charges are non-refundable unless otherwise required under Australian Consumer Law.
Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome of your refund request.
If your refund is approved, it will be processed back to your original payment method.
Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different item, we recommend placing a new order once your eligible return has been approved.
Australian Consumer Law
Nothing in this Returns & Refund Policy limits or excludes your rights under the Australian Consumer Law.
If a product has a major fault, is not of acceptable quality, is not fit for its intended purpose, or does not match its description, you may be entitled to a repair, replacement, or refund in accordance with your rights under Australian Consumer Law.
Before Returning an Item
Please contact our Customer Care team before sending any item back.
To help us process your request efficiently, please include:
- Your full name.
- Your order number.
- A description of the issue.
- Supporting photographs where applicable.
Returns sent without prior authorisation may not be accepted.
Contact Us
If you have any questions about this Returns & Refund Policy or would like to request a return, please contact us.
KALIVA Customer Care
Email: inquiries@kaliva.store